Desktop Support Service

****.**********@*****.*** +1-647-***-**** Monkton circle, Brampton, Ontario L6Y0X7

www.llinkedin.com/in/ekta--sharma

EKTA SHARMA

Network/Desktop Support Analyst

● A result oriented Network/Desktop Support Analyst professional with an experience of over 3 years of relative & continuous working experience in Network Monitoring & Initial Level Troubleshooting with hands-on experience in NOC (Network Operation Centre) as part of Problem Management and Incident Management Team.

● CCNA-Routing and Switching certified.

● Proven skills in Computer Engineering with experience in handling projects and basic understanding of ITIL Process.

● Ability to work individually or with team in a fast-paced environment and with deadlines.

● I have been commended 2 times by my employers for my consistent performance and resilience in form of awards.

CORE SKIL

● Networking protocols and devices ● Interpersonal Skills

● Basic understanding of ITIL ● Problem-solving attitude

● Organisational Skills ● Analytical Skills

● Engineering Principles ● Microsoft Office Suite

Packages and Application Tools: BMC Remedy (Expedio IM and SSR), Service Now, Outlook, VMware.

Operating System: Windows Server 2012 & Windows 7 and Windows 8. WORK EXPERIENCE

Oct 2015- May 2019

Network/Desktop Support Analyst

BRITISH TELECOM, INDIA

Project – ZURICH INSURANCE GROUP

Managed and maintained the Monitoring Systems SMARTS (these report on the status and performance of network, ISP services and facilities).

Incident Management: Raising and updating the trouble tickets till its closure.

Monitored business critical services, manage Incident 24X7 and ensure minimal disruption to the service.

Responsible to validate the alarms regarding Routers, Switch, Interface, Load balancer, Port, Environmental alerts.

Ensured a Major Incident Report (MIR) delivery towards internal & external customer.

Self-monitors Help Desk tickets to ensure that proper escalation and resolution of incidents is consistent with the agreed SLA’s.

Assigned/Reviewed/Worked/Closed open tickets.

Health check of server using PUTTY login and Review of overdue tickets.

Monitoring the ticket queue and alert mails frequently to ensure SLA are met and accurately documenting all reported problem.

Provide second level support to clients and escalating voice, data, and internet trouble tickets to the appropriate levels.

Experience with technical solutions such as Microsoft Office, VPN, VOIP Phones, Outlook / Exchange.

Solid analytical skills to troubleshoot high-level, complex and technical problems.

Performs IMAC (Install, Moves, Adds, Changes) - related tasks as assigned.

Good knowledge of Windows Operating systems installing, troubleshooting and Hardware Configuration.

Handles Help Desk tickets and requests received through escalations from others in IT or through Remedy system, email, phone using established processes.

Good hands on experience on ticketing tools like BMC Remedy and Service Now (SNOW).

Created Voice and Data related SSR orders for Europe and America region.

Engaged the FE to the Customer’s locations for Installation & Maintenance the devices.

Responsible to Coordinate and manage 3rd party contractors and FE to ensure the order is completed within the SLA and accurately documenting all reported problems.

Knowledge of ITIL incident and exposure on problem & change management.

Handled a wide variety of situations and tasks involving the responsibility for end to end delivery of client’s order, communicate with client and NOC team for the requirement of hardware and Avaya voice devices to be installed at customer’s work place.

TOOLS USED:

Experience with remote access tools like EMC SMARTS, Prognosis, PUTTY, ASA, NGSD, BMC Remedy (Expedio IM and SSR) & Service Now.

CERTIFICATION

Cisco Certified Network Associate- Routing and Switching (Mar-2019)

STRONG working knowledge of the OSI model, network protocols such as BGP, DNS, TCP/IP, HTTP, DHCP, and in-depth knowledge in support and management of Local Area Networks (LAN), Wide Area Networks (WAN), Virtual Private Networks (VPN) architecture (SSTP, IPsec) and network equipment (IDS, routers, switches), Wireless Access Points. EDUCATION

• Master of Business Administration (Information System). Aug 2014 - Sep 2016 Sikkim Manipal University, India

• Bachelor of Technology (Computer Engineering) Jul 2009 – May 2013 Maharishi Dayanand University, India

Equivalent to a Bachelor’s degree (4 years), as determined by World Education Services in Toronto, ON and Verified by Professional Engineers, Ontario.

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